Holiday Inn El Paso Airport by IHG

Reviews

• NG

  Nina G

  4 days ago
  1.0
  If you are planning on visiting El Paso, I urge you NOT to stay at this hotel. Before I get to the bad, I'll start with the good. Every employee I spoke to was extremely kind, so I have no issues with the staff. Now for the bad... I booked this hotel three months in advance since I planned on visiting the city for the BTS concert on May 3, 2026. Since hotels across El Paso and neighboring cities were completely booked for the weekend, I called the hotel the day before check-in to confirm our reservation. The employee assured me that my name was in the system and I would be able to check in the next day. He advised that since we were going to the concert, we could call or come in person the day before check-in to let staff know that we were present. He said we wouldn't be able to officially check in, but we could sign in, and at least the staff would not mark us as a "no-show" if we tried to check in after the concert. On the day of the concert, my husband and I arrived at the hotel at around 10:30 am to sign in. The woman at the front desk assured us that our room would be ready when we returned that evening. After the concert ended, we returned to the hotel at around 11:20 pm and received our room key from the gentleman at the front desk. However, when we unlocked our room, we were shocked to see someone's belongings already inside! Thankfully, no one was inside, but this was an extremely alarming and unsafe situation! I keep thinking, "What would have happened if someone had been inside?" What if they were naked? What if they thought we were robbing them? What if they were VIOLENT?! We quickly went back to the front desk and explained what had transpired. After 10-15 minutes, the man at the front desk said one of his coworkers must have given the person our room. Because the hotel was fully booked, we were then told we would have to wait in the lobby until the other guest returned so the hotel could determine which room had originally been assigned to them. So that whole time, we just had to sit in the lobby watching as people returned from the concert. Although the employee offered us complimentary snacks and drinks, we did not receive any meaningful compensation for the inconvenience or the serious reservation error. We were not given a room until nearly 2:00 AM. By that point, we were exhausted, and unfortunately, the replacement room was hot, stuffy, and had poorly functioning A/C. Since every hotel in the area was sold out, we had no choice but to stay. Despite all of this, we were still charged the full $212.77 with no discount or adjustment offered. This was easily one of the worst hotel experiences I have ever had, not because of rude employees, but because of the hotel’s complete mishandling of reservations and guest accommodations during a major event weekend.
• VA

  Venecia Alvarado

  May 13, 2026
  2.0
  Such a disrespect to your guests that front desk doesn't speak Spanish, considering that the hotel is located in the border. Besides, we had a bad experience with the air conditioning, they tried to fix it but it didn’t work, next time they just ignored us?? We asked for another room and front desk said they could make a change in the morning, and when we tried again they told us that there were no rooms available. Thankfully the climate was nice those days. What a lack of professionalism your service has!
• MT

  Monty Trimble

  May 7, 2026
  1.0
  Run, don't walk, away from this property. I made reservations to stay because my wife was admitted to the hospital and I needed somewhere to stay after taking my kids home and picking up items for her. Another location closer to her opened up, so I called and canceled. I received my email stating the reservation was canceled and I was charged a higher rate for the room than agreed. When the charge came in, I was charged a late checkout fee also, even though I never stayed in the room and my reservation was canceled. I contacted the property to speak with the manager and was refused by the front desk person, who then relayed messages back and forth. I was rudely told to read the email for the bill (there wasn't one) and that I was wrong. They claimed all billing was through IHG and they couldn't change it. After contacting IHG and confirming my reservation was canceled, the rate was changed, and I was charged a late checkout fee, I was informed that only the property could correct the bill and they had 48 hours to do so. I reported the excess charges as fraudulent to my credit card. DO NOT STAY HERE UNLESS YOU WANT TO PAY EXTRA AND BE ABUSED. WORST IHG PROPERTY TO DEAL WITH. As a Platinum Elite member, I will spend my 443,566 points on merchandise and not stay at an IHG property again. Update: I called the site to speak with a manager and was placed on hold for 10 minutes, then I was disconnected. If only people really followed through.
• LD

  Laura Daniela

  May 6, 2026
  1.0
  Second time staying here (silver elite member for IHG). TERRIBLE experience, went to a concert in El Paso, the merch I bought magically disappeared from my room, the staff claimed I probably “misplaced” my belongings. The cleaning staff were the only ones with access to my room. The shower sliding door didn’t worked, had to use a bottle of cream to keep it closed. Furniture had dust. One of the treadmills didn’t worked so my partner and I couldn’t train at the same time. I love Holiday Inn, but I’ll definitely stay away from this location.
• KH

  K Helena

  Apr 24, 2026
  5.0
  My company had an event that was booked and paid for at another hotel, the day before I called to confirm and they had double booked the board room. I was in a scramble last minute, they sent me to this holiday inn. Thank you to Lorelei (if my memory serves correct), she was an absolute gem getting this space set up and making sure things ran smoothly. I was also quite impressed with how updated the room was with equipment as well. Would recommend for companies who need a space to rent, it was difficult finding one but this will be the go to for us now!

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